China Southern Airlines’ cancellation policy provides flexibility based on ticket type, fare rules, and timing. Below is a concise overview based on the latest available information:
24-Hour Cancellation Policy: You can cancel your flight within 24 hours of booking without a fee and receive a full refund, provided the ticket was purchased at least seven days before departure. This applies to all fare types, including non-refundable tickets.
After 24 Hours:
- Cancellations: Cancellations after 24 hours incur fees depending on the fare type, travel distance, class, destination, and timing. Fees typically range from $100 to $400 USD for international flights. Non-refundable tickets may only have taxes and fees refunded, while refundable tickets may face penalties. If you cancel within 7 days of departure, higher fees may apply.
- No-Show Policy: Failing to cancel before departure results in a voluntary refund, which may forfeit the ticket’s value or incur additional charges.
Special Circumstances:
- Illness: For domestic flights, if you cancel due to illness, you must notify the airline before departure and provide a medical certificate from a county-level or higher medical institution (Class A Grade A) to waive fees.
- Airline-Canceled Flights: If China Southern cancels your flight due to reasons within their control (e.g., maintenance, reallocation), you’re entitled to a full refund, rebooking on the next available flight, or a route change without additional costs. If the cancellation is due to uncontrollable factors (e.g., weather, air traffic control), you can be rebooked or receive a refund per involuntary refund rules. No compensation is provided for extraordinary circumstances.
- Delays: For delays caused by the airline, you may receive food, accommodation, or compensation. For EU flights departing from or arriving at an EU airport, delays over 3 hours may qualify for up to £520 compensation under EU261 regulations, depending on flight distance.
- Overbooking: If denied boarding due to overbooking, China Southern will seek volunteers to give up seats with compensation. If involuntarily denied, you’re entitled to a refund and compensation per airline and U.S. DOT policies.
How to Cancel:
- Phone: Call the customer service hotline at +1-877-240-6770 (or +1-877-240-6770 for some services). Have your reservation number ready.
- In-Person: Visit a China Southern ticket office or airport counter/kiosk.
- Third-Party Bookings: If booked through a travel agent or third-party website, cancellations must be processed through them.
Refund Process:
- Refunds are processed to the original payment method within 7–10 business days, depending on the bank’s settlement cycle. Cancellation fees are deducted as per fare rules.
- For unused tickets, including open tickets, refunds are valid within one year from the issuance date. For partially used tickets, validity starts from the first segment’s travel date. Special fare tickets follow specific rules.
- Miles redeemed for tickets are refunded as miles with the same validity as the original redemption (voluntary cancellation) or a 36-month validity for involuntary cancellations (e.g., airline-caused).
- For Hong Kong departures, the Air Passenger Departure Tax is fully refundable without charge if you don’t depart.
Additional Notes:
- Round-Trip Tickets: Must be used in the order listed. Using segments out of order is not allowed, but unused segments within the validity period (one year) can be refunded.
- Fare Classes: F/J/W/Y-class tickets (First, Business, Premium Economy, Economy) allow more flexibility for changes and refunds, while discounted tickets may have stricter rules (e.g., “Airline change not allowed/change and cancellation fees”).
- EU/UK Regulations: For flights departing from or arriving in the EU/UK, EU261/UK261 rules apply, offering compensation for cancellations or delays within the airline’s control, provided notice was given less than 14 days before departure.
- Travel Insurance: Passengers with travel insurance may have cancellation fees waived in critical situations (e.g., death, serious injury).
- Check-In Restrictions: Once check-in is completed, cancellations are not permitted.
